Huiyan Alice Lin
Summary
Experienced with business process optimization, leveraging analytical skills to improve workflows. Utilizes project management techniques to implement effective solutions. Knowledge of team leadership and strategic planning for operational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Process Manager
Singapore Telecommunications Limited
04.2018 - Current
- Project Manager for call back team in Malacca – improvement of CE from 60% to 77%.
- Reduction of Reconnection Calls by 20% via Bot-RPA automation initiative
- Automation of Waivers via IVR – RPA: 1000 calls / month
- Automation of Termination of Add ons via Bot-AP: 200 calls a month
- Automated closure of call back cases via RPA: $20K savings a year.
- Feb 2014–April 2018: Process and Communications Manager
- SOP documentation for Call Centre CRM System Migration and reduction of processes by 85%
- Led Process and Communications Team
- Reduction in mobile waivers (Reduction of home waivers yearly YOY by 20%, reduction of mobile waivers by 20%)
- Automation of roaming provisioning via RPA: FY16 to FY17
- Digitalise Retention Team with CSAT 89%(Mob) & 78% (Home)
- Increase Retention Save Rate by 20% FY19 to FY20
- Reduced Local Data Calls by 28% FY18 to FY19
- Reduced Roaming Calls by 9% from FY18 to FY19
Consultant
The Litmus Group
11.2009 - 10.2013
- Assisted in establishing the process governance methodology to facilitate the automation of raising change requests
- Involved in setting up their process architecture
- Bridged the gap between business requirements and process modelling requirements
- Conducted system trainings for end users and 3rd party vendors
- Leader of the offshore Process Excellence team and point of contact for business
Business Process Executive
Pacific International Lines Pte Ltd
07.2007 - 11.2009
- Developed executive presentations and reports to facilitate project evaluation and process improvements
- Set up the end to end process and identification of the core processes for all the departments of a shipping agency
- Recommended process and systems improvements
- Led various workshop sessions for analysis of processes where recommendations were made to improve both the models and efficiency of the processes
Business Analyst
Hewlett Packard (HP)
07.2007 - 11.2009
- Documented business processes and analyzed procedures to see that they would meet changing business needs
- Set up regional processes as APJ CRM Process Lead - CKM (Customer Knowledge Management) lead for South East Asia
- Conducted training to country users and ensure compliance with regional processes
- Lead Data Marshall for SEA for a team of data analysts
- Managed the outsourcing hub in India
Education
BBA -
National University of Singapore
Singapore07-2003
Skills
- Self-motivated professional
- Collaborative team management
- Background in process optimization
- Background in diverse corporate environments
Certification
· AI Prompt Engineering & General Artificial Engineering workshop (2024 and 2025)
· Data Analytics with Power BI (Skill Future Funding) 2024
· RPA Business Analyst Certification (UI Path 2019)
· Six Sigma Green Belt Certification (2016)
· IPAPI CPP: Certified Process Professional(2008)
· PMP Certified (2014-2016)
Udemy Self Learning:
· Agile Fundamentals (2021)
· Business Analyst Fundamental (2021)
· Tableau Online Certification (2020)
Hobbies
Taekwondo Black Belt Boxing, Muay Thai, Strength Training, Zumba, Yoga, Barre, Dance Class.
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Advanced (C1)
Thai
Intermediate (B1)
Timeline
Business Process Manager
Singapore Telecommunications Limited
04.2018 - Current
Consultant
The Litmus Group
11.2009 - 10.2013
Business Process Executive
Pacific International Lines Pte Ltd
07.2007 - 11.2009
Business Analyst
Hewlett Packard (HP)
07.2007 - 11.2009
BBA -
National University of Singapore
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